Checked baggage damaged or lost? Airline compensation limits, claim deadlines and 4 steps to claim

Damaged, delayed or lost baggage: 3 scenarios

Terms differ between airlines – this is a general guide only; your own conditions of carriage apply.

4 steps to make a baggage claim

1. 1

   Get a PIR on the spot

   In the baggage hall, find the baggage service counter for the airline that operated your flight. Show the damage or report the missing bag, and ask for a PIR to be completed with a copy for you. Reports made later by phone, email or online form may not be accepted.

2. 2

   Take photos and keep evidence

   Photograph the damage from several angles, the whole suitcase and the baggage tag barcode; keep the damaged suitcase, boarding pass, baggage tag receipt and all receipts for essentials.

3. 3

   Claim in writing before the deadline

   For damage, claim in writing within 7 days of receiving the bag; for delay, within 21 days of receiving it. Use the template below with the PIR, photos and receipts attached. The airline’s own terms may set other time limits, so check those too.

4. 4

   Claim on travel insurance as well

   Airline compensation is capped and may be depreciated. If you have travel insurance, notify your insurer too; insurers usually ask for the airline’s written incident confirmation and deduct what the airline has paid. Insurance claim rejected? See our guide to rejected insurance claims.

Replace the [ ] parts with your details and send it to the airline’s customer relations team or baggage email / online form. Keep a record that you sent it.

Subject: Claim for damaged / delayed checked baggage (PIR no. [PIR number] / Flight [flight number])
To the Customer Relations Department, [Airline name]:
I, [name], travelled on your flight [flight number] on [date] from [origin] to [destination], booking reference [booking reference], baggage tag no. [tag number].
When collecting my baggage at [destination airport] on [date], I found the following:
[For example: the left side of the suitcase shell was cracked and one wheel was broken and unusable / the bag did not arrive with the flight and was delivered on [date]].
I reported this at the baggage service counter and obtained a PIR (no. [PIR number]).
Under the Montreal Convention and your conditions of carriage, I request that you:
1. Pay for repair of the suitcase, or provide a replacement of equivalent specification, or pay compensation of HK$[amount];
2. [If applicable] Reimburse HK$[amount] for essential items bought because of the delay (receipts attached);
3. Confirm the compensation arrangement in writing; if you refuse, state the reasons and the clauses relied on in writing.
Attachments: copy of PIR, photos of the damage, baggage tag, boarding pass, receipts for essentials.
Please reply in writing as soon as possible.
[Name]
[Phone number]
[Email]
[Date]

Airline refused or offered too little?

1. 1

   Ask for reasons in writing

   Ask the airline to state in writing why it refused or reduced your claim, and which clauses it relies on.

2. 2

   Cite the Convention and ask for a review

   For example, if wheel or handle damage is called “normal wear and tear”, point out that under the Convention the airline is only exempt if the damage resulted from an inherent defect, and that clauses setting a lower limit than the Convention are void.

3. 3

   Complain to the Consumer Council

   If it still isn’t resolved, complain to the Consumer Council, hotline 2929 2222.